Refund Policy

Effective Date: July 1, 2026  |  Last Updated: July 1, 2026

1. Overview

This Refund Policy governs all purchases made through new-tatte.click (the "Website") and any related services provided by Tatte ("we," "us," or "our"). By placing an order through our Website, you agree to the terms outlined in this policy. We are committed to delivering high-quality food products and a satisfying customer experience. However, we understand that issues may occasionally arise, and this policy is designed to address those situations fairly and transparently.

This policy applies to all orders placed online, including but not limited to food deliveries, catering orders, pre-orders, and gift card purchases. Please read this policy carefully before completing any purchase.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

• Your refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• You must provide valid proof of purchase, including your order confirmation number and the email address used to place the order.
• The issue must fall within one or more of the qualifying categories listed below:
  • Incorrect Order: You received items that are different from what you ordered.
  • Missing Items: One or more items from your order were not delivered or included.
  • Food Quality Issues: The food arrived in an unsatisfactory condition, such as spoiled, contaminated, or significantly different from its description.
  • Damaged Packaging: Packaging was damaged to the extent that it compromised the safety or integrity of the food.
  • Unauthorized Charges: You were charged for an order you did not place or for an amount different from what was confirmed at checkout.
• Refund requests submitted due to personal preference, change of mind, or voluntary cancellation outside the cancellation window (see Section 8) may not qualify for a full refund.

3. Timeframes for Refund Requests

Timely submission of refund requests is essential given the perishable nature of our products. The following timeframes apply:

Requests submitted after these deadlines will be reviewed on a case-by-case basis at the sole discretion of Tatte. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as possible if any issue is identified.

4. Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

• Consumed or partially consumed food items where no quality defect has been identified.
• Change-of-mind cancellations submitted after the cancellation window has closed (see Section 8).
• Custom or special-order items that were specifically prepared at the customer's request and meet quality standards.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item is defective or incorrect.
• Delivery fees are non-refundable once the delivery has been dispatched, unless the delivery was not completed due to our error.
• Service charges and platform fees applied at checkout are non-refundable unless the entire order qualifies for a full refund.
• Gift cards that have been fully or partially redeemed are non-refundable for the redeemed portion.
• Orders where the customer provided an incorrect delivery address, resulting in non-delivery or delayed delivery beyond our control.

5. How to Request a Refund (Step-by-Step)

To submit a refund request, please follow these steps:

1. Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at new-tatte.click.
2. Provide Order Information: In your message, include the following details:
   • Full name used to place the order
   • Order confirmation number
   • Date and time of delivery or pickup
   • Email address associated with the order
3. Describe the Issue: Clearly explain the problem you experienced, including the specific items affected and the nature of the issue (e.g., missing item, quality concern, incorrect order).
4. Submit Evidence: Where applicable, attach photographs or videos clearly showing the issue. This is particularly important for food quality, damaged packaging, or incorrect item claims. Evidence significantly speeds up the review process.
5. Receive Confirmation: Our team will acknowledge your request within 1 business day and provide you with a reference number for your case.
6. Review and Decision: Our team will evaluate your request and communicate a decision within 3 to 5 business days. We may contact you for additional information if needed.
7. Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time varies depending on the payment method used at the time of purchase:

Please note that while we initiate the refund from our end promptly after approval, the actual credit to your account depends on your financial institution's processing times, which are outside our control. If you do not see your refund after the stated period, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. Partial refunds may be granted in the following situations:

• Only some items in a multi-item order were affected by a quality issue or were missing.
• The food was partially consumed before the quality issue was identified, and the remaining portion is confirmed to be defective.
• A discount, promotional credit, or gift card was applied to the original order, and the refund amount will reflect the net amount paid.
• An order was partially correct, and only the incorrect or missing portion qualifies for a refund.
• Delivery or service fees where partial services were rendered.

The amount of a partial refund will be determined by our customer support team based on the nature and extent of the issue. We will clearly communicate the refund amount and rationale before processing.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is structured to balance customer flexibility with the operational realities of fresh food preparation:

8.1 Standard Orders

• Free Cancellation: Orders may be cancelled for a full refund if the cancellation is submitted within 30 minutes of placing the order, provided the order has not yet entered the preparation stage.
• Late Cancellation: If more than 30 minutes have passed since the order was placed, or if preparation has already begun, we may not be able to issue a full refund. A partial refund may be considered at our discretion.
• No Cancellation After Dispatch: Once an order has been dispatched for delivery, cancellation is no longer possible and no refund will be issued for the food items. Exceptions apply only if the delivery fails due to an error on our part.

8.2 Catering and Large Group Orders

• Cancellations made 72 hours or more before the scheduled event: Full refund.
• Cancellations made 24 to 72 hours before the scheduled event: 50% refund of the total order value.
• Cancellations made less than 24 hours before the scheduled event: No refund will be issued due to the preparation and resource commitments already made.

8.3 Pre-Orders and Scheduled Orders

Pre-orders and scheduled future deliveries may be cancelled up to 48 hours before the scheduled delivery date for a full refund. Cancellations within 48 hours of the scheduled delivery are subject to the catering cancellation terms outlined above.

9. Exchange Policy

Due to the perishable nature of food products, we do not offer traditional product exchanges in the same manner as retail goods. However, we do offer the following alternatives in appropriate circumstances:

• Replacement Order: If your order was incorrect or a significant quality issue is confirmed, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and operational capacity.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Item Substitution: If a specific menu item is unavailable, we will contact you before processing your order to offer a suitable substitution or a refund for the unavailable item.

All exchanges and replacements are evaluated on a case-by-case basis and are subject to availability. To request a replacement, follow the same steps outlined in Section 5 of this policy and specify your preference for a replacement over a monetary refund.

10. Dispute Resolution Process

We are committed to resolving all customer concerns fairly and efficiently. If you are not satisfied with the outcome of your refund request, you may escalate your concern through the following process:

10.1 Internal Escalation

If you believe your refund request was incorrectly denied or the resolution offered was inadequate, you may request a review by a senior member of our customer support team. To do so, reply to the decision email you received and include the word "ESCALATION" in the subject line, along with any additional information or documentation you wish to submit. Escalated cases will be reviewed within 5 business days.

10.2 Chargeback Rights

You retain the right to dispute a charge with your credit card company or bank in accordance with applicable federal and state consumer protection laws, including rights provided under the Fair Credit Billing Act (FCBA). We encourage customers to contact us directly first, as we are committed to resolving disputes amicably and promptly. Initiating a chargeback without first contacting us may delay the resolution process.

10.3 Consumer Protection Resources

As a business operating in the United States, Tatte is subject to consumer protection regulations enforced by the Federal Trade Commission (FTC). Customers who believe their consumer rights have been violated may file a complaint with the FTC at www.ftc.gov or through the FTC's consumer helpline at 1-877-382-4357.

Additionally, if you are located in a state with specific consumer protection statutes, such as California's Consumer Legal Remedies Act (CLRA) or the California Consumer Protection Act, you may have additional rights and remedies available to you under state law.

10.4 Informal Resolution

Before initiating any formal legal proceedings, both parties agree to make a good-faith effort to resolve any dispute informally. Please contact us at [email protected] to initiate informal resolution discussions. We will respond within 5 business days with a proposed resolution.

11. Policy Modifications

Tatte reserves the right to modify, update, or revise this Refund Policy at any time. Changes will be effective immediately upon posting to our website at new-tatte.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically, particularly before placing a new order. Continued use of our website and services after any changes constitutes your acceptance of the updated policy.

12. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America and the applicable laws of the state in which our business is registered. Any disputes arising under this policy that are not resolved through the dispute resolution process described in Section 10 shall be subject to the exclusive jurisdiction of the competent courts located in the applicable jurisdiction.

13. Contact Information

For all refund requests, questions about this policy, or any other customer service inquiries, please contact us through the following channels: